Our approach to usability is to follow the best practices defined by Steve Krug in his famous book, “Don’t Make Me Think”  Generally speaking, conventional standards and best practices go a long way towards usability.  Buttons should be where buttons belong.  The user experience should be consistent throughout the site.

When web visitors are required to input information, there should be helpful hints to explain what needs to be submitted, in what format it is expected, and whether or not information conforms to the expectations prior to submitting the information.  As

Real, live, user testing by people unfamiliar with the website provides excellent feedback on how well or poorly a website has been designed and feedback from this user testing should be recursively incorporated into the refactoring of the design and code.

Using GoToMeetings and recorded sessions with open-ended tasks, we are ask beta testers to perform user stories while thinking out-loud so we can identify natural behavior and opportunities for improvement.

We also employ software tools such as www.intercom.io and mouseflow.com to see visitor’s behavior and fix pain points with recordings, heatmaps, funnels, and form analytics.